"Usability is always secondary. It's never the most important thing about an experience. I will accept poor usability if I get what I need, if the total experience is great. I will reject perfect usability if I am not rewarded with a useful, engaging experience."-Donald Norman himself, author of "The Design of Everyday Things"

Usability isn't enough

Usability this, usability that. With all the talk about usability people sometimes forget the other "u" word, usefulness.

You can have the most usable site in the world but if it doesn't provide a useful, helpful service, you're just wasting your visitor's time. And, when your visitors are frustrated, your competitors are their best friends.